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Effectiveness of interpersonal communication on patient satisfaction in goverment out patient clinics, in the district of Kuala Langat, Selangor , 1997

A cross sectional study was carried out in the District of Kuala Langat, Selangor in February 1997. The intention is to determine the relationship between effective communication of individuals towards patient satisfaction and factors that influence effective communication. The study was carried out...

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Main Authors: Norhayati Rusli,, Mohd Hatta Ramli,
Format: Article
Language:English
Published: Department Of Community Health, Faculty of Medicine, Universiti Kebangsaan Malaysia 2006
Online Access:http://journalarticle.ukm.my/4555/1/Vol12%281%29-Adibahhani.pdf
http://journalarticle.ukm.my/4555/
http://www.communityhealthjournal.org/detailarticle.asp?id=176&issue=Vol12(1):2006
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spelling my-ukm.journal.45552016-12-14T06:36:20Z http://journalarticle.ukm.my/4555/ Effectiveness of interpersonal communication on patient satisfaction in goverment out patient clinics, in the district of Kuala Langat, Selangor , 1997 Norhayati Rusli, Mohd Hatta Ramli, A cross sectional study was carried out in the District of Kuala Langat, Selangor in February 1997. The intention is to determine the relationship between effective communication of individuals towards patient satisfaction and factors that influence effective communication. The study was carried out in outpatient clinics of six health clinics and a district hospital which involves 336 patients selected using universal sampling. The data was obtained using guided questionnaires. The outcome of the study shows significant relationship between effective communication and patient satisfaction (t = 3.06, p < 0.05). Communication media, verbal communication and non verbal communication are also the factors that shows significant relationship towards effective communication. Other factors studied such as patient age, sex and ethnic group, doctor's attitude, sex of the doctor and doctor's communication skill do not show any significant relationship towards effective communication. Multiple logistic regression analysis was carried out between media factor, verbal communication and non-verbal communication against effective communication. The result shows that a doctor using media during interaction with a patient, communicates 2.8 times more effective than a doctor who does not utilise the media. For a doctor using verbal communication with easily understood language, the communication is 3.4 times more effective than a doctor who does not use an easily understood language. Meanwhile, a doctor who use non-verbal communication, produce 2.3 times more effective communication as compared to a doctor who did otherwise. By controlling all the confounding factors at the same time, the three factors above still shows significant relationship. This indicates that the factors are the predictive factors towards effective communication. Since effective communication by doctors is an important factor in ensuring patient satisfaction, therefore a comprehensive study should be carried out by taking into consideration other factors which would contribute to effective communication and patient satisfaction Department Of Community Health, Faculty of Medicine, Universiti Kebangsaan Malaysia 2006 Article PeerReviewed application/pdf en http://journalarticle.ukm.my/4555/1/Vol12%281%29-Adibahhani.pdf Norhayati Rusli, and Mohd Hatta Ramli, (2006) Effectiveness of interpersonal communication on patient satisfaction in goverment out patient clinics, in the district of Kuala Langat, Selangor , 1997. Jurnal Kesihatan Masyarakat, 12 (1). ISSN 1675-1663 http://www.communityhealthjournal.org/detailarticle.asp?id=176&issue=Vol12(1):2006
institution Universiti Kebangsaan Malaysia
building Perpustakaan Tun Sri Lanang Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Kebangsaan Malaysia
content_source UKM Journal Article Repository
url_provider http://journalarticle.ukm.my/
language English
description A cross sectional study was carried out in the District of Kuala Langat, Selangor in February 1997. The intention is to determine the relationship between effective communication of individuals towards patient satisfaction and factors that influence effective communication. The study was carried out in outpatient clinics of six health clinics and a district hospital which involves 336 patients selected using universal sampling. The data was obtained using guided questionnaires. The outcome of the study shows significant relationship between effective communication and patient satisfaction (t = 3.06, p < 0.05). Communication media, verbal communication and non verbal communication are also the factors that shows significant relationship towards effective communication. Other factors studied such as patient age, sex and ethnic group, doctor's attitude, sex of the doctor and doctor's communication skill do not show any significant relationship towards effective communication. Multiple logistic regression analysis was carried out between media factor, verbal communication and non-verbal communication against effective communication. The result shows that a doctor using media during interaction with a patient, communicates 2.8 times more effective than a doctor who does not utilise the media. For a doctor using verbal communication with easily understood language, the communication is 3.4 times more effective than a doctor who does not use an easily understood language. Meanwhile, a doctor who use non-verbal communication, produce 2.3 times more effective communication as compared to a doctor who did otherwise. By controlling all the confounding factors at the same time, the three factors above still shows significant relationship. This indicates that the factors are the predictive factors towards effective communication. Since effective communication by doctors is an important factor in ensuring patient satisfaction, therefore a comprehensive study should be carried out by taking into consideration other factors which would contribute to effective communication and patient satisfaction
format Article
author Norhayati Rusli,
Mohd Hatta Ramli,
spellingShingle Norhayati Rusli,
Mohd Hatta Ramli,
Effectiveness of interpersonal communication on patient satisfaction in goverment out patient clinics, in the district of Kuala Langat, Selangor , 1997
author_facet Norhayati Rusli,
Mohd Hatta Ramli,
author_sort Norhayati Rusli,
title Effectiveness of interpersonal communication on patient satisfaction in goverment out patient clinics, in the district of Kuala Langat, Selangor , 1997
title_short Effectiveness of interpersonal communication on patient satisfaction in goverment out patient clinics, in the district of Kuala Langat, Selangor , 1997
title_full Effectiveness of interpersonal communication on patient satisfaction in goverment out patient clinics, in the district of Kuala Langat, Selangor , 1997
title_fullStr Effectiveness of interpersonal communication on patient satisfaction in goverment out patient clinics, in the district of Kuala Langat, Selangor , 1997
title_full_unstemmed Effectiveness of interpersonal communication on patient satisfaction in goverment out patient clinics, in the district of Kuala Langat, Selangor , 1997
title_sort effectiveness of interpersonal communication on patient satisfaction in goverment out patient clinics, in the district of kuala langat, selangor , 1997
publisher Department Of Community Health, Faculty of Medicine, Universiti Kebangsaan Malaysia
publishDate 2006
url http://journalarticle.ukm.my/4555/1/Vol12%281%29-Adibahhani.pdf
http://journalarticle.ukm.my/4555/
http://www.communityhealthjournal.org/detailarticle.asp?id=176&issue=Vol12(1):2006
_version_ 1643736118548496384
score 13.211869

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